Booking.com Customer Service Issues

Archive 126

The following are issues that customers reported to GetHuman about Booking.com customer service, archive #126. It includes a selection of 20 issue(s) reported October 28, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I booked a 12-day stay in an apartment in Athens, Greece. We arrived at 9 pm to find the apartment was not as represented in the photos. There was black mold on the bedroom ceiling, a bad smell from the bathroom, a dirty mattress, poorly equipped kitchen, and a dirty balcony with a broken floor. The apartment was sparsely furnished with painted concrete floors in some areas. I contacted the host who claimed there were no alternative accommodations available. The host mentioned cleaners would come in the morning. Unwilling to sleep on a dirty mattress or tolerate the mold and smell, I made alternative arrangements at a hotel and informed the host we would not be staying. I requested a refund, which they are now refusing, stating I did not allow them to address the issues. How could anyone sleep in such conditions?
Reported by GetHuman7909226 on viernes, 28 de octubre de 2022 9:25
I have a reservation at the Hilton Garden Inn in Canton, MA for October 29 and 30. I was surprised to see the hotel charge on my checking account since I believed I had canceled the booking. Unfortunately, due to my husband's illness and the resulting medical bills, I cannot afford this charge. I am unable to locate the reservation paperwork as the situation is quite stressful. I understand it may seem like an excuse, but I genuinely intended to spend time with my husband. Any assistance in removing this charge would be greatly valued.
Reported by GetHuman7916448 on lunes, 31 de octubre de 2022 2:47
Booking Confirmation [redacted].[redacted].[redacted] I, Michele Arienti, born in Milan on 26/06/58, residing in Waldshut (D) at Im Letten 11, wish to report a scam with a request for compensation. My companion Cinzia Abbate, born in Rome on 12/07/60 and residing at Viale Trastevere [redacted] in Rome, and I fell victim to deceptive advertising by the hotel Toledo Life Style in Naples, located at Vico Giardinetto 84. They charged €[redacted].00 to Michele Arienti's credit card for the night of October 29. The hotel misrepresented itself as a 5-star facility in the advertisement, while in reality, it was a modest establishment with subpar room quality and service. We urge for a refund of the unjustified price. Thank you. Sincerely, Michele Arienti
Reported by GetHuman-maparie on jueves, 3 de noviembre de 2022 22:38
I would like to request a refund from Booking.com and file a complaint about their service. I booked a ticket for my wife with Emirate Airlines to Dubai under her marriage name, "ANNA MISHENIN," but later realized I needed to use her maiden name, "ANNA STARODUBTSEVA," as listed in her passport. I reached out to booking.com within 9-10 hours, still eligible for a free cancellation, to resolve the name change. Despite assurances that the name correction would be handled with the airline, I received no updates within 48-72 hours as promised. After two weeks, I was informed, in Spanish, that the name change was not possible. I now seek a full refund, though I've learned there may be additional fees involved. I am frustrated by the lack of communication and issue resolution from Booking.com. I am unable to reach them via phone using the provided reference number and PIN (40-[redacted]61, [redacted]). The Emirates reference is EACKYS, and the name change from "MISHENIN" to "STARODUBTSEVA" needs to be processed promptly. Your immediate assistance is greatly appreciated.
Reported by GetHuman7928183 on viernes, 4 de noviembre de 2022 18:28
I had a reservation at Villa Pallazo Hotel and Apartments in Ikeja, Nigeria through Booking.com; however, upon arrival, there were no available rooms despite my online reservation. I was given a different room which was not what I had booked and neither room had a key. Eventually, the staff wanted to bring in another guest, and although I accepted, I requested a key before they proceeded. Unfortunately, no key was available. In the morning, the manager and receptionist entered my room, demanding payment for both rooms, even though I only used one. The customer service was unacceptable, and I regret making this booking. I urge you to reach out to the property about this distressing experience.
Reported by GetHuman-akanniba on sábado, 5 de noviembre de 2022 9:49
My wife and I stayed at Avie Cottage in King's Lynn recently with confirmation number [redacted].[redacted].[redacted]. We paid £[redacted] for a three-night stay from November 2nd to November 4th. Initially, we were promised the entry code before arrival, which did not occur. Fortunately, we found one of the owners, Sam, on-site who helped us. The cleanliness of the place was satisfactory, but the information provided was minimal, and there was a lack of essential supplies like washing-up materials. Unfortunately, during our stay, my wife had a serious fall, and we encountered an electricity issue in the property which the owners, Sam and Ben, were unhelpful and dismissive about. The lack of immediate action and the disrespectful attitudes of the owners were distressing. We had to leave a day early due to the unresolved problems. This experience was unacceptable, and we believe it reflects poorly on both the owners and Booking.com. We urge you to investigate this matter and address it promptly. Best, Mervyn Francis
Reported by GetHuman-mrvnfrnc on domingo, 6 de noviembre de 2022 15:04
I used booking.com to reserve a hotel in Barbados with my late wife. Unfortunately, she passed away in May. I've been trying to cancel the booking since then. However, communication with booking.com has been extremely challenging. Their chatbot on the website has not been helpful, and I couldn't find a phone number to contact a real person. Despite explaining my situation, I kept receiving automated messages requesting a reference number and pin that only my wife had. When they finally provided a phone number, it turned out to be incorrect. It feels like booking.com is deliberately avoiding my requests, causing me additional distress during this difficult time mourning my wife. I feel frustrated by their lack of empathy and understanding.
Reported by GetHuman7938907 on miércoles, 9 de noviembre de 2022 15:50
In early September, I made reservations via Booking.com for 2 rooms at Laquinta in North Kansas City for October 15th. Unfortunately, on the morning of the 15th while traveling, I received a call saying our reservation had been cancelled. Booking.com was apologetic and assisted in booking rooms at KCI Lodge as an alternative. Upon nearing KCI Lodge, we received notice that this reservation was also cancelled. After multiple attempts to contact Booking.com, we were informed there were no available rooms in Kansas City for that night. This led to a frustrating day dealing with this situation. Currently, my group of four seniors in our seventies are stuck in Kansas City, far from home. I am seeking an explanation for the cancellations and a genuine apology from Booking.com.
Reported by GetHuman7941868 on jueves, 10 de noviembre de 2022 18:46
Regarding my upcoming booking from Nov 23-28, with confirmation number 3[redacted] 42 and Pin number [redacted]; I had initially booked a hotel in Times Square but had to change it to the Hilton due to government requests. Unfortunately, my daughter has been diagnosed with breast cancer and we can no longer make the trip. I spoke with Michael at the Hilton, who said I could cancel without a penalty. He suggested I contact Booking.com to inform them of our situation, and provided his direct number as 1 [redacted]. I appreciate your understanding. Thank you, Barb MacNeil.
Reported by GetHuman7956327 on jueves, 17 de noviembre de 2022 0:16
I made a reservation through Booking.com on August 20th, [redacted] for $[redacted].97 at [redacted] Mahogany Run, Unit [redacted], Naples, FL. I reached out to Booking.com on September 13th, [redacted] to obtain my reservation confirmation number as I wanted to ensure a smooth trip with my baby and elderly mother. Due to a computer data loss, I contacted Booking.com again 25 days after booking but struggled to retrieve my information despite multiple calls and emails. Following their unresponsiveness, I contacted Bank of America for assistance. A representative advised me to file a dispute and cancel my trip, as emails to Booking.com could serve as proof. Despite this, Booking.com contacted me on October 31st, [redacted] for feedback on a trip I never went on, prompting me to share my email correspondence as evidence of their lack of assistance.
Reported by GetHuman7956509 on jueves, 17 de noviembre de 2022 2:22
Yesterday, I attempted to make a reservation at Gastehaus Heigeleshof in Ulm. While booking, there was a slight delay in the process which resulted in the system not confirming the reservation, even though the payment of 59 euros was taken from my card. No reservation details were emailed to me, and it didn't reflect in my booking profile. Unfortunately, I wasn't able to secure accommodation at Gastehaus Heigeleshof due to this issue. I kindly request a refund for the unfulfilled reservation. Thank you for your assistance in resolving this matter.
Reported by GetHuman-marishic on sábado, 19 de noviembre de 2022 14:37
Hello, After receiving a response from the host regarding a reservation for one night + breakfast + 2 dinners, I would like to delete my review posted on Saturday, November 19, [redacted]. My customer name is Gilles P. Reservation number: [redacted] from 13 to 14/11/[redacted] Property: Le Grand Val, Lavastrie, 15 CANTAL My review was about the final price. The manager, Nanou, informed me that the dinners were priced at 30 €, a detail I was not aware of when I made the reservation. I do not want to penalize this establishment since the service is in line with the information provided. Sincerely, Gilles
Reported by GetHuman-gillespo on lunes, 21 de noviembre de 2022 11:20
I made a reservation through Hotel Planner for a room at LaQuinta Inn and Suites by Wyndham, Ft. Myers Sanibel Gateway for May 5. I initially cancelled the booking, but now wish to reinstate it after finding out I won't be refunded. I would appreciate it if you could update your records and confirm the reinstatement by emailing me at [redacted] If this issue can't be resolved, please provide me with the contact information for a chain supervisor. The hotel mentioned that the responsibility to activate the change lies with you. Thank you. - Janet Wilson, Itinerary # H[redacted].
Reported by GetHuman7974815 on jueves, 24 de noviembre de 2022 15:29
My daughter made a reservation for me and my 18-year-old son at the Ambassador Inn in Kissimmee, FL on October 22, [redacted]. Unfortunately, the room was in terrible condition. The front desk attendant was disrespectful, the bedding and towels were insufficient and in poor shape, the shower was difficult to operate, the room was old and poorly maintained, there were cleanliness issues like roaches, the fridge had issues, and there were safety concerns like exposed wires. The room reeked of Pine Sol, masking its unsanitary state. I had no choice but to stay due to lack of transportation and funds for an alternative. I am seeking a refund of $91.92 for the substandard accommodations. I have photographic evidence to support my claims.
Reported by GetHuman-lynlcart on viernes, 25 de noviembre de 2022 13:13
During my visit in October to see my daughter in California, I made a reservation through booking.com at the Cambria hotel in Los Angeles. Despite not receiving a confirmation number, I arrived at the hotel only to discover there was no reservation under my name. I paid $[redacted] through PayPal, but after filing a dispute they ruled in favor of booking.com. I am now left wondering where my money went and am seeking a resolution. I never received an explanation from PayPal or booking.com regarding the missing funds. I had to use another credit card to secure a room since my initial reservation was not found. As a senior on a fixed income, this loss of $[redacted] has been distressing. My name is Pamela Donatt and I can be reached at [redacted]. I am reaching out for assistance in resolving this issue promptly.
Reported by GetHuman7976718 on viernes, 25 de noviembre de 2022 16:36
Upon arriving at University City Homewood Suites by Hilton, we encountered an inaccessible layout for individuals with mobility issues. The hotel entrance, located on a driveway without staff assistance, required navigating through a single door and using an escalator up to the 3rd floor lobby. Unfortunately, this setup posed challenges for me, and my husband had no place to park the car to assist. We contacted the hotel, and Erika offered to cancel our reservation without charge. As a result, we decided to book a room at the more accessible Philadelphia - City Ave in Bala Cynwyd within the same chain. I am following up to confirm if our original reservation at University City was charged or refunded.
Reported by GetHuman7981372 on domingo, 27 de noviembre de 2022 22:42
Dear Sir or Madam, I am Siarhei Palianski, a customer of your service seeking assistance. I currently reside in Lodz, Poland, facing an issue with a property listed on your platform. Center Rooms Ilumino located at ul. Kilińskiego 121B lokal 48, Srodmiescie, 90-[redacted] Lodz, Poland has been hosting guests who consistently disrupt the peace by having loud parties until 4 am. Despite Booking's clear prohibition on parties and noise disturbances between 22:00 and 8 am, the owner ignores complaints, impacts my sleep, and jeopardizes my well-being. The facility manager's indifference to the disruptive behavior and lack of response to my complaints are distressing. Even attempts to reach the owner regarding the noise were unsuccessful, further aggravating the situation. As a loyal customer, I am disappointed by Booking's inaction in resolving this ongoing disruption to my living situation. I appeal to your assistance in addressing this pressing matter promptly. Your intervention is crucial in upholding the standards and regulations set forth by Booking. Your urgent attention to this matter is greatly appreciated after my prior attempts were disregarded.
Reported by GetHuman-paliansk on lunes, 28 de noviembre de 2022 16:11
I attempted to make a hotel reservation on 8/23/[redacted], but my credit card was not accepted. The next day, on 8/24/[redacted], I tried to reschedule the reservation. The agent informed me that the previous reservation was not in the system and recommended booking another one, despite mentioning that the $2,[redacted].01 charge was not showing in the system. Unfortunately, the reservation I made for the same date got canceled due to the hurricane in Florida. However, I am still seeing a charge for the initial reservation on my credit card statement. I have been struggling to access the reservation number and pin, yet you had no issue charging my credit card. If I had your fax number or address, I could send you my credit card statement to resolve this issue promptly. I urgently need this charge removed from my credit card.
Reported by GetHuman-eypray on lunes, 28 de noviembre de 2022 18:35
Good morning, my name is L.S. I am reaching out about a refund I have yet to receive. It pertains to the $[redacted] Damage Deposit for reservation ([redacted]) on the date ([redacted]-08-19-[redacted]). I have been in touch with Ms. S.S. from Booking.com who contacted the property owner via email. Unfortunately, Ms.S.S. was unable to reach the owner by phone. She emailed the owner to address the policy stating the deposit should be refunded in cash at check-out. Ms.S.S. requested the owner to update Booking.com on the status of the refund. I am still waiting for the $[redacted] refund and have not had any communication from the owner. The reservation was for the Grand Family 3BD Condo Apartment near Disney Park #10 in Orlando, Florida. Thank you.
Reported by GetHuman7985126 on martes, 29 de noviembre de 2022 5:33
Good morning, I previously messaged regarding a refund for a car rental booking. I am eager for a resolution and need my refund urgently. My name is Viviana V. I attempted to call without success. Upon arrival in Huatulco, Mexico, the rental agency mentioned that the insurance from your end was not valid, necessitating an additional $[redacted] per day or $[redacted] if declined. I opted not to proceed with the rental due to this issue. I have been actively trying to reach out for assistance with my refund. Any guidance on this matter would be greatly appreciated. Thank you.
Reported by GetHuman7992675 on jueves, 1 de diciembre de 2022 19:24

Help me with my Booking.com issue

Need to call Booking.com?

If you need to call Booking.com customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call Booking.com
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!